REQ007496 - Single Point of Access Officer
Conwy County Borough Council
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Benefits offered by this job
Job summary
Conwy County Borough Council is seeking a capable administrator and experienced call handler to manage high-volume inquiries in a fast-paced environment. The role is based in Colwyn Bay and requires quick, clear communication and the ability to signpost callers to the right services.
The team supports the public and professionals with information and next steps, with on-the-job training provided. Welsh language ability is essential or strongly encouraged for this post.
Qualifications
- Experience as an administrator and call handler handling high volume workloads.
Responsibilities
- Assist callers to get the right information quickly and make appropriate referrals or signposting.
- Provide training and support to identify next steps and ensure efficient handling of queries.
- Ensure DBS disclosures are completed as required.
Skills
Job description
We are looking for a top notch administrator and experienced call handler, with a background in dealing with high volume workload and juggling conflicting demands.
Are you organised? Great at talking to people on the phone? A supportive team player? Used to working at pace? Then we could have the job for you!
The Single Point of Access Team is part of the Information, Advice and Assistance service which helps members of the public, their families and any professionals supporting them, to access the right information at the right time.
Are you good at getting the best information out of people to respond to their query quickly? We will provide you with training and support to enable you to identify the most appropriate next steps; making referrals and/or signposting callers to the right help. You’ll need personal resilience, but we will help you to gain confidence in dealing with challenging situations.
The ability converse at ease with customers in Welsh is essential for this post, and the ability to read and write Welsh is desirable. We would also welcome applications from able and confident Welsh learners.
When completing your application form, please provide examples evidencing your experience.
Due to the nature of the work, it will be necessary to obtain a satisfactory disclosure from the Disclosure and Barring Service (DBS).
An understanding of social care assists but can be learned “on the job”.
Rydym ni’n chwilio am weinyddwr penigamp a thriniwr galwadau profiadol, sydd â chefndir o ddelio â llwyth gwaith trwm ac sy’n gallu ymdopi â gofynion sy’n gwrthdaro.
Ydych chi’n drefnus? Ydych chi’n gallu siarad gyda phobl ar y ffôn? Ydych chi’n gallu gweithio’n rhan o dîm? Ydych chi wedi arfer gweithio’n gyflym? Yna efallai mai dyma’r swydd i chi!
Mae’r Tîm Un Pwynt Mynediad rŵan yn rhan o’r Gwasanaeth Gwybodaeth, Cymorth a Chyngor sy’n helpu aelodau o’r cyhoedd, eu teuluoedd ac unrhyw weithiwr proffesiynol sy’n eu cefnogi, i gael gafael ar y wybodaeth gywir ar yr adeg gywir.
Ydych chi’n dda am gael y wybodaeth orau allan o bobl i ymateb i’w ymholiad yn gyflym? Byddwn yn eich darparu â hyfforddiant a chefnogaeth i’ch galluogi i ganfod y camau nesaf mwyaf priodol; gwneud atgyfeiriadau a/neu gyfeirio galwyr at y cymorth cywir. Byddwch angen llawer o wytnwch personol, ond byddwn yn eich helpu i fagu hyder mewn delio â sefyllfaoedd heriol.
Mae’r gallu i sgwrsio’n gartrefol gyda chwsmeriaid yn Gymraeg yn hanfodol ar gyfer y swydd hon, ac mae’r gallu i ddarllen ac ysgrifennu yn Gymraeg yn ddymunol. Byddem hefyd yn croesawu ceisiadau oddi wrth ddysgwyr Cymraeg medrus a hyderus.
Wrth lenwi eich ffurflen gais, dylech ddarparu enghreifftiau sydd yn dangos eich profiad.
Oherwydd natur y gwaith, bydd angen cael datgeliad boddhaol gan y Gwasanaeth Datgelu a Gwahardd (DBS).
Bydd dealltwriaeth o ofal cymdeithasol o gymorth, ond gellir ei dysgu yn ystod eich amser yn y swydd.
Proud member of the Disability Confident employer scheme
We are looking for a top notch administrator and experienced call handler, with a background in dealing with high volume workload and juggling conflicting demands.
Are you organised? Great at talking to people on the phone? A supportive team player? Used to working at pace? Then we could have the job for you!
The Single Point of Access Team is part of the Information, Advice and Assistance service which helps members of the public, their families and any professionals supporting them, to access the right information at the right time.
Are you good at getting the best information out of people to respond to their query quickly? We will provide you with training and support to enable you to identify the most appropriate next steps; making referrals and/or signposting callers to the right help. You’ll need personal resilience, but we will help you to gain confidence in dealing with challenging situations.
The ability converse at ease with customers in Welsh is essential for this post, and the ability to read and write Welsh is desirable. We would also welcome applications from able and confident Welsh learners.
When completing your application form, please provide examples evidencing your experience.
Due to the nature of the work, it will be necessary to obtain a satisfactory disclosure from the Disclosure and Barring Service (DBS).
An understanding of social care assists but can be learned “on the job”.
Rydym ni’n chwilio am weinyddwr penigamp a thriniwr galwadau profiadol, sydd â chefndir o ddelio â llwyth gwaith trwm ac sy’n gallu ymdopi â gofynion sy’n gwrthdaro.
Ydych chi’n drefnus? Ydych chi’n gallu siarad gyda phobl ar y ffôn? Ydych chi’n gallu gweithio’n rhan o dîm? Ydych chi wedi arfer gweithio’n gyflym? Yna efallai mai dyma’r swydd i chi!
Mae’r Tîm Un Pwynt Mynediad rŵan yn rhan o’r Gwasanaeth Gwybodaeth, Cymorth a Chyngor sy’n helpu aelodau o’r cyhoedd, eu teuluoedd ac unrhyw weithiwr proffesiynol sy’n eu cefnogi, i gael gafael ar y wybodaeth gywir ar yr adeg gywir.
Ydych chi’n dda am gael y wybodaeth orau allan o bobl i ymateb i’w ymholiad yn gyflym? Byddwn yn eich darparu â hyfforddiant a chefnogaeth i’ch galluogi i ganfod y camau nesaf mwyaf priodol; gwneud atgyfeiriadau a/neu gyfeirio galwyr at y cymorth cywir. Byddwch angen llawer o wytnwch personol, ond byddwn yn eich helpu i fagu hyder mewn delio â sefyllfaoedd heriol.
Mae’r gallu i sgwrsio’n gartrefol gyda chwsmeriaid yn Gymraeg yn hanfodol ar gyfer y swydd hon, ac mae’r gallu i ddarllen ac ysgrifennu yn Gymraeg yn ddymunol. Byddem hefyd yn croesawu ceisiadau oddi wrth ddysgwyr Cymraeg medrus a hyderus.
Wrth lenwi eich ffurflen gais, dylech ddarparu enghreifftiau sydd yn dangos eich profiad.
Oherwydd natur y gwaith, bydd angen cael datgeliad boddhaol gan y Gwasanaeth Datgelu a Gwahardd (DBS).
Bydd dealltwriaeth o ofal cymdeithasol o gymorth, ond gellir ei dysgu yn ystod eich amser yn y swydd.
- Regular Supervision from your Team Manager
- Access to training through the Social Care and Corporate training programmes, in addition to external training if appropriate.
- Being part of an organisation that ensures safe and supportive work practices by way of robust employee policies.
- Access to a number of employee benefits, including, Conwy Rewards and Conwy Ffit.
- Work from a purpose built office space that is close to a variety of shops, quality food outlets and good coffee!
- Goruchwyliaeth Reolaidd gan eich Rheolwr Tîm
- Mynediad i hyfforddiant drwy Ofal Cymdeithasol a rhaglenni hyfforddiant Corfforaethol, yn ogystal â hyfforddiant allanol os yw'n briodol.
- Bod yn rhan o sefydliad sy’n sicrhau arferion gweithio diogel a llawn cefnogaeth, drwy bolisïau gweithwyr cadarn.
- Mynediad i nifer o fuddion gweithwyr, gan gynnwys Buddion Conwy, a Ffit Conwy.
- Gweithio mewn gofod swyddfa pwrpasol, sy’n agos i nifer o siopau, lleoedd bwyd o safon a choffi da!
Proud member of the Disability Confident employer scheme
Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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